Job Description

JOB RESPONSIBILITIES

• Professional front line contact with customers/client.
• Provides product/technical information to customers relating to use of company products via phone, chat and email.
• Spelling, grammar, and mathematical skills must be strong and possess the capability to process many details with each consumer.
• Provide troubleshooting assistance to customers with issues using company products and software.
• Ability to navigate through multiple computer applications with speed and accuracy.
• Acting as a front line contact for customers to investigate, resolve or escalate issues related wireless devices and services.
• Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.
• Maintain a high level of customer service/professionalism to a wide range of customers.
• Must adapt to changing and new products and be able to interpret new information and convey to customers.
• Preferred experience interacting with the public both over the phone and written communication.
• Extensive phone work – handling approximately 30-50 phone calls daily/30-50 chats daily.
• Must be PC literate (Working with Microsoft Word, Microsoft Excel).
• Accurate and efficient typing and data entry skills.
• Must be able to work 8.0 hours / 40 hour work week and occasional OT as day as assigned.
• Must adhere to all company policies including attendance policy.

QUALIFICATIONS:

• Experience in providing customer service either via phone or chat.
• Maintain a positive environment, working with co-workers and customers within a diverse culture.
• Excellent telephone manner and listening skills.
• The ability to relate to customers in a professional and courteous manner.
• The ability to work in a team environment.
• The ability to work under pressure.
• Excellent attention to detail and multi-tasking ability.
• Self motivation to work under his/her own initiative.
• Basic typing and PC skills, to include MS Windows/Office.